Re: Norton right-click context menu missing after windows update

I'm going to chime in here and add my voice to Marc Hoppe 55 and others.

A multi-step remove and reinstall cannot be a solution to what may be reasonably expected to affect most Windows 10 users having Norton Security.

I updated Windows 10 on 3 machines (my Alienware desktop, my old XPS laptop and my son's laptop) - all three have this issue - the same right-click menu missing the "Scan" option (although the Backup options with right-click are still available).

If this remove + reinstall (possibly with additional faffing aboutwith the registry) is really a viable solution, Symantec would have no trouble saying it is.

While Sunil_GA has been nice enough to pop in here and let us know that this is being worked on, IMHO Symantec does need to do a better job of keeping it's paying customers in the loop, instead of throwing them out in the cold, and left to discuss workarounds with each other.

Re: Norton right-click context menu missing after windows update

Like many others my PC's have just been updated to v1803 and the extremely useful right-click context menu option is now missing on all 5 of them! Pleased to see that Sunil_GA advised that Symantec aware of problem but wish this thread was not ticked as being solved - issue will be solved when Symantec apply fix rather than users trying workarounds! My 5 PC licence is due for renewal in a couple of months and will look at alternatives if still not fixed by then.

Re: Norton right-click context menu missing after windows update

This thread has been marked Solved, because there is a way to get your product working again, by reinstalling.

Norton is not alone in this kind of 'solution' to a problem in a software package. Especially when MS releases a major update, developers are not able to test every combination of hardware and software to eliminate all possible issues.

As a couple of users here, including myself, have noted, this issue did not happen with my updates. Yes, there are quite a few posters here noting the issue, but if it were an issue with all users, it would be easier to diagnose the cause.

Re: Norton right-click context menu missing after windows update

peterweb, I don't think anybody is criticizing Symantec for having their software stop working properly after an update.

IMHO, most of the folks here that are not vociferously defending Norton are criticizing Symantec for not addressing in a blog or a post that yes, a segment of their paying customers are indeed experiencing this issue, and that they are looking into it. And they could then mention this as a workaround.

Instead, what we have is radio-silence.

As a paying customer that has stuck with Norton with over a decade, and a software engineer myself, I understand that issues happen. What I don't appreciate is sticking heads in the sand and hope that if no one says anything, hopefully no one will notice.

Re: Norton right-click context menu missing after windows update

So, with respect to all concerned, shouldn't Norton email their customers advising them of the problem and giving them the uninstall/reinstall procedure that works? Even some of the more tech-savvy on this forum had to take a couple goes to resolve the problem so the less knowledgeable should be given a a step-by-step guide. As with all companies, Norton sends out marketing emails to customers, so it could do the same for Windows 10 updates causing breakages? It's only sound business practice after all.

Re: Norton right-click context menu missing after windows update

I am not a geek but luckily I stumbled upon a simple way to fix the problem in a few minutes, with one reboot only, and without using neither NRNR (which doesn't work ) nor NortonNISDownloader.exe .

You uninstall Norton through Windows : parameters>apps>Norton>uninstall. You tick the option "save parameters and password".

When uninstall is done you reboot.

You reinstall Norton through your " my account " page at Norton site. You will be asked to give an e-mail address for your PC. Norton sends instantly an e-mail to that address, and you can initiate the download from that e-mail with a simple click. When the download is done you give once more your e-mail and current Norton password and that's it, the Norton Icon finds its rightful place on the right-click scroll again.

Re: Norton right-click context menu missing after windows update

Just a question that sprung to mind. Does anybody have Windows Defender running in the background? Norton says turn it off, while Microsoft Windows says it's configured to run in the background, safely. I was just wondering if having Windows Defender running caused a conflict with Norton during the Windows 10 update, which is why some had the right-click problem and others didn't?

Re: Norton right-click context menu missing after windows update

Most of my PCs are much the same, and are set up similarly - they log in to a local account and, like most people I suspect, they log in as an administrator.
My son has one of these PCs that updated to 1803 today. He logs in as a 'user', not an administrator, and his Microsoft Account is somewhat limited by Microsoft Family (NOT Norton Family). Otherwise that PC is much like any other here.
I mention this because even after the 1803 update his 'Scan' context menu item still comes up, just like it used to.
While there are other differences between PCs here, I suggest that the different account logins and possibly Microsoft Family restrictions might be a fruitful avenue for Symantec to investigate. Has anyone else got any data relating to these aspects and how they affect the 'Scan Now' menu item?

Re: Norton right-click context menu missing after windows update

Thanks. Your workaround is much better than the longer set of steps. It's still uninstall + reinstall, but thankfully not much more.

I got tired of Norton's complete silence on this matter. Unfortunately, that, in addition to some of the folks' vociferous defense of Norton's decision to "play the ostrich" is also one of the reasons that (in addition to the multiple issues I've had since last August with Norton Core) have contributed to my growing dissatisfaction with Symantec's product. I have just a little over 250 days left on my subscription - time enough to deeply investigate and sound out other security solutions if Symantec doesn't get its PR act together by then.

Re: Norton right-click context menu missing after windows update

I'm in the same boat. I have 315 days left on my subscription and at this point I have no intention of renewing. The trouble is I've used just about every security suite out there except the one linked to the Russian government so I don't know where I'll go from here. Perhaps a new vendor that actually understands the concept of customer service will appear and the decision where to go next will become easy.

Re: Norton right-click context menu missing after windows update

This thread has been marked Solved, because there is a way to get your product working again, by reinstalling.

Norton is not alone in this kind of 'solution' to a problem in a software package. Especially when MS releases a major update, developers are not able to test every combination of hardware and software to eliminate all possible issues.

As a couple of users here, including myself, have noted, this issue did not happen with my updates. Yes, there are quite a few posters here noting the issue, but if it were an issue with all users, it would be easier to diagnose the cause.

peterweb -- sorry but reinstalling security software every few months is NOT a solution here. I have 5 devices which I do not have time to check every few months if Norton works or not. If Norton is willing to pay for my time, fine but I'm paying for their software to work. While yes, I agree that they cannot test every single component with every major release from Microsoft, they should have fixed this issue by now. It's been 3 weeks with 0 updates from Norton apart from the BS post saying we're aware but we don't care coz you paid us already so f u all.

Like I said, I already had to reinstall it a few months ago after Norton updated THEIR (!!!!) product which broke it, NOT Microsoft (!!!), not doing it again. This is the last time I'm using norton hopefully others will follow. Good luck everyone

Re: Norton right-click context menu missing after windows update

There was a Microsoft update yesterday (Thursday, May 24, 2018, KB4100403), which I installed successfully, and ran a Norton Security update. I then rebooted the computer (cold reboot) all to no effect insofar as this problem is concerned, as of 9:07 am EDT. That is, the problem still exists at least for me.

I have no intention of doing the uninstall / reinstall shtick as it is too time consuming and Norton Security seems to be otherwise operating properly. I have no doubt that Norton will ultimately issue the proper update corrections.

Re: Norton right-click context menu missing after windows update

Norton is apparently not the only Security product having issues with this Windows Upgrade. Apparently Avast and AVG are being blamed for bad upgrades too. It's just my opinion but it seems the Avast and AVG users are having a worse time than us Norton users - we're missing a small option as opposed to them having blank desktops and computers that don't boot up. Hopefully Norton will get this sorted out soon, but in the meantime at least we can still use our computers unlike many others on Avast or AVG.

Re: Norton right-click context menu missing after windows update

Just adding my two cents worth of dissatisfaction also. Premium price for Premium Product? In a nutshell, brand new computer, brand new 2 year subscription paid for, only to find that my product cannot do what I paid for it to do.

Right Click scan is my most used Norton's tool. Before reading this forum I tried Chat Support, thinking it was a problem with my Norton's software. After considerable time wasting, I'm told that technicians are working on the problem, but the support tech could give no other information other than it should be fixed 'soon'. How long is 'soon' exactly? Judging by this forum, 'soon' has already taken a number of weeks, with still no estimation of how much longer. Meantime, most of us are still paying for a service that is not being supplied.

I understand that it's a Microsoft Update issue, but agree that Norton's should communicate more information to it's 'Premium' customers. I've wasted a lot of time trying to fix something that cannot be fixed...yet...but 'soon'.

Another topic perhaps, but just thought I'd add that I was upset to find no Norton's Safe Search Toolbar available for Microsoft Edge. Another service I believed I was paying for that is not actually supplied and another waste of time with Chat Support trying to figure why it wasn't working only yesterday. All in all, 2 days worth of time wasting with no results.

Have been a long term customer with Norton's and reasonably happy with the service provided until now. Hope they act very 'soon' to restore my faith in them.

Re: Norton right-click context menu missing after windows update

Reading the last few comments about Avast etc, I find it somewhat coincidental that these anti-virus problems have manifested themselves now that Windows 10 is now supposedly "free." Is the price of the computer bumped up for prior installation of Windows 10? It makes one wonder if there is an agenda afoot on Microsoft's part.

Re: Norton right-click context menu missing after windows update

haha you guys are joking right? To the average joe who doesn't have time to troubleshoot will say that Microsoft caused their PC to stop working. All they know is that they applied an update released by Microsoft after which the PC is dead. How is this part of Microsofts agenda? best thing I've read all day!

Re: Norton right-click context menu missing after windows update

The average Joe that uses Norton almost certainly doesn't know that there is any issue, as he or she doesn't use the "Scan Now" feature more than once a year, if ever.
In my experience, trying to work out what another individual's agenda is usually turns out to be an exercise in futility. Trying to work out the entire agenda for a committee-driven corporation is akin to seeking residence in a padded cell.
Like people, corporations seldom, if ever, do anything for no reason. The entirety of their reasoning for any given act may not always be apparent.

Re: Norton right-click context menu missing after windows update

The point is, I and millions of others have never had a problem with Windows updates affecting any installed software, never mind crucial anti-virus applications. So, I think it's fair to say that such problems have only manifested themselves since Windows became supposedly free. To suggest that Microsoft does not have an agenda is being wilfully blind. Microsoft has had rulings made against it, certainly in the EU, for attempting to unfairly stifle competition. Indeed it has been heavily fined, if I remember correctly. It is well within Microsoft's rights to update its OS as it sees fit and if that update breaks links to software products of competitors, it is arguably not Microsoft's responsibility. So, in that case to say that Microsoft would not apply an action that would lend one of its own products an advantage is somewhat naive.

Re: Norton right-click context menu missing after windows update

Although technically, I suggest the point is (or should be) that Symantec should increase their responsiveness towards their paying customers regardless of the who, what, or why of "blame". IMHO, YMMV ;)

Re: Norton right-click context menu missing after windows update

Thanks so much to everyone who has taken the time to comment. Your input and ideas are surely appreciated. However, the problem was reported more than four weeks ago, and no solution (beyond a reinstall) has been provided. Symantec remains silent.

The old Symantec would have addressed the issue promptly, but as some of you know, the last few weeks have brought waves of class action lawsuits against the company regarding accounting practices and executive compensation.

There are many talented and dedicated people who serve the company, and I fear they are now polishing their resumes. I, for one, greatly appreciate the work they have done over the years. However, if it's time for you to renew your antivirus subscription, you might consider a different program.

Re: Norton right-click context menu missing after windows update

Four weeks is nothing! I'm still waiting for Norton to work properly with Firefox and that must be a couple of years ago that the 'safe web' icons disappeared (yes, I know you can use Norton Safe Search if you choose to use an inferior search engine.) So, never despair, the right-click issue could be resolved by 2030 and at my age, I shan't be worrying then!

Re: Norton right-click context menu missing after windows update

It really makes me wonder. I am certainly not an expert, but... Every day they analyze very complex malware, release updates, and bring out a new version of a very complex antivirus program every year. Yet, in such a time this problem has existed, they somehow are incapable of fixing a simple context menu, not to mention providing some kind of a better explanation as to why than "we're investigating".

I will not try any trickery and multiple reinstallations for all 5 computers I have in use at the moment, not to mention that I already tried the "solution" to one, and it still isn't working !!

Certainly makes me want to look elsewhere, there are plenty of other good solutions available that actually work.

Re: Norton right-click context menu missing after windows update

I upgraded my 3 systems on 2nd May and 1 month later this problem still has not been fixed. On my Desktop PC I can scan via the Context menu as normal, but on the 2 laptops the Scan option was missing. All 3 systems are running the same Win 10 version and the same Norton version.

I tried the uninstall and reinstall option on one of the laptops and it fixed the problem. On the other, it solved nothing.

To be able to scan until this is fixed, rather than do another uninstall/reinstall, I placed a shortcut to navw32.exe into the "Send To" folder, and I scan a file by using the Context Menu Send To-->Norton. Norton On-Demand Scan opens and scans the file. Perhaps this workaround will help others who can't fix it but still want to scan files quickly.

Re: Norton right-click context menu missing after windows update

Patara, that’s ingenious. Here are some detailed steps to help others do the same...

In the Windows Search box (left side of the taskbar, at the bottom of the screen), type navw32.exe then RIGHT-click on “navw32.exe” in the list, and select “Open file location.” That will open a folder with the program file highlighted. Leave that folder open for now...

Open the Run window by holding down the Windows key and pressing the “r” key. Type shell:sendto into the Run box, then click OK. That opens the SendTo folder...

With the two folders open, RIGHT-click and drag the navw32.exe file into the SendTo folder and select “Create shortcut here.”

Now, when you want to scan a file or folder, RIGHT-click it and select “Send to” from the context menu, then click “navw32.exe - Shortcut”. (Note: In the SendTo folder, you can rename “navw32.exe - Shortcut” to something more meaningful like “Scan with Norton”.)

Re: Norton right-click context menu missing after windows update

@patara and @CSmitty_dba - thank you. I am rather embarrassed to admit that I foolishly relied on Symantec rather than investigate ideas like this to restore functionality myself. Every day was a "Well, SURELY they will have it fixed by tomorrow - why waste time cooking up a workaround?" type day. Procrastination. That you two came up with a good workaround, and that the "Add to Backup" and "Exclude from Backup" context menu items were still present really highlights to me how little effort Symantec had to put in to solving the problem - and I suspect your solution is what prompted them to ACTUALLY do something. thank you :)

@Symantec - sadly I renewed recently, so my renewal date is some time off (though it is for 10 machines). a comedian/commedienne recently suggested that the next time a train trip was cancelled and a "replacement bus service" was offered s/he would offer an item of vegetation as a "replacement money service". I look forward to hearing whether you are going to offer any compensation for this years outages (no, this is NOT the first) or whether, like the train services in the UK, you intend to "front it out" and behave as if you have provided the full value of what we have been paying for. I have some broccoli on standby as alternative payment for the next time you want subscription money from me if that is the case.

Now I guess I had better go see if I can find a thread about the incredibly slow interaction between Norton Security and the Windows Defender Security Center.

Re: Norton right-click context menu missing after windows update

We are releasing Norton Security 22.14.2.13 update for Widows in phased manner. "Norton Scan option missing in context menu" issue is fixed with this latest update. Please run LiveUpdate manually to receive this update and let us know the issue fix status.

Re: Norton right-click context menu missing after windows update

I'm glad that it's fixed. I am disturbed by the number of people who linked the problem to some find of conspiracy. Perhaps they just like to whine. Software is complicated and sometimes it takes awhile to come up with a fix. I've been waiting for over two months for Apple to fix an iTunes problem so delays in fixing problems are not unique to Norton.

Re: Norton right-click context menu missing after windows update

Damn - I missed a conspiracy? They can be fun sometimes, pity I missed it :(

But you're right of course - some people have to find SOMETHING to whine about. This fix was, however, quite unlikely to be difficult to do. After all, they already had the code to do it for the "Add to Backup" and "Exclude from Backup" menu options. Having written a little bit of code I can confirm that this PARTICULAR issue should not have been beyond the wit of man to complete pretty quickly unless it was given a VERY low priority.

Re: Norton right-click context menu missing after windows update

Interestingly, the drive, folder and file, options for custom scan are greyed out and not selectable on my device. I can only do a full or quick scan. That's after doing the live update. I had already solved the right-click problem with the uninstall/install method described on this thread, but I never checked whether the custom scan was usable after the reinstall. Anyway, it doesn't seem to be now.

Re: Norton right-click context menu missing after windows update

For me, the issue has been resolved for Windows File Explorer, but is unavailable in other third party explorer programs or in search programs such as 'Ultra Search' and 'Everything.' The Malwarebytes scan option, on the other hand, has never disappeared from any software right-click menus.

I too missed the conspiracy theories. Most people only wanted a solution and some communication from Norton. It is perhaps significant that the first news of a fix was broken by a member of this forum, rather than Symantec.

Re: Norton right-click context menu missing after windows update

Good thing my 3-year Norton Security subscription will be ending in 42 days. This annoying issue and lack of a proper, convenient solution from Norton, plus the fact that they "reward" long-time customers (been using Norton since the mid 2000's) by charging more for renewals, I guess it's time to switch to BitDefender.